AI Operations Team Lead

Role overview Lead a small operations team responsible for monitoring and improving AI capabilities used in an IT service desk. The work combines operational reporting, process improvement, project delivery, and collaboration with technical and functional partners to keep support workflows effective as AI tools evolve.

Responsibilities - Coordinate daily work and priorities for a small team, including mentoring one direct report. - Build and maintain reports and dashboards that show how service desk AI capabilities are performing and where they can improve. - Create and refine operating processes based on reporting, outcomes, and emerging needs. - Take enhancement opportunities from initial design through implementation, partnering with technical teams or completing work within the team. - Learn the support areas and knowledge repository behind the AI tools, and keep pace with new capabilities and deployments. - Drive projects independently, manage delivery timelines, make incremental workflow improvements, and escalate issues when needed.

Requirements - Experience creating, managing, and improving reports or dashboards, and analyzing large datasets. - Intermediate or advanced Microsoft Excel skills. - Experience leading or mentoring a small team and collaborating with leadership and cross-functional groups. - Familiarity with project management methods and operational process improvement. - Critical thinking, problem-solving, adaptability, and the ability to work independently through incremental tasks. - Interest in learning about AI technologies and applying continuous improvement to operations.

Nice to have - Exposure to IT service management, AI deployment, workflow automation, or performance monitoring tools, including virtual agents or voice AI. - Experience with process improvement and cross-functional project delivery.